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Cannot Receive Wireless Calls

If you are having issues receiving calls on your phone, please follow the troubleshooting steps below.

Note: If you have no signal at all on your phone, visit this page for troubleshooting steps.

Step 1: Restart your phone

Try turning your phone off and waiting for 30 seconds before turning it back on. Sometimes this can help.

For steps on how to restart an iPhone or Android phone, visit Restart your wireless phone.

Once your phone is back on, try receiving a phone call. If phone calls are not working, and you don’t have bars of signal on your phone, learn how to restore service on your phone. If you do have signal, please continue to the next step.

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Step 2: Ensure your Do Not Disturb feature is off.

The Do Not Disturb feature can route all of your calls to voicemail. Use the settings below to ensure that is turned off.

Apple iPhone:

  • Select Settings.
  • Select Do Not Disturb.
  • Ensure all options in Do not Disturb are toggled off.

Android:

Note: every Android is slightly different, but all should follow this basic formula.

  • Select Settings.
  • Select Notifications (sometimes called Sounds & Notifications).
  • Select Do not Disturb.
  • Ensure the Do Not Disturb options are toggled off.
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Step 3: Ensure you are not blocking calls by accident.

Using the steps below, make sure you have not blocked or silenced calls by accident.

Apple iPhone:

  • Select Settings.
  • Select Phone.
  • Select Silence Unknown Callers.
  • Ensure that this toggle is off, and not showing green.
  • Go back to the Phone screen and select Blocked Calls and make sure no numbers are blocked here.

Android:

Note: every Android is slightly different, but all should follow this basic formula.

  • Select the Phone app.
  • Select the Menu Button (3 dots at top right).
  • Select Settings.
  • Select Block Numbers.
  • Ensure Block unknown/private number is toggled off and not showing any colour.
  • Scroll down to make sure no numbers are under the Blocked Numbers list that are having troubles calling you.
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Step 4: Check your Call Forwarding status.Android:

To confirm all your calls are not being forwarded, please follow the steps below. These steps are the same regardless of your phone type.

  • Open the Phone app.
  • Dial ##21# and hit the Call button.
  • A short message will come up. Tap Ok on that message and then test if you can receive calls.
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Step 5: Try a different network option.

Please follow the steps below to test a different network option.

Apple iPhone:

  • Select Settings.
  • Select Cellular.
  • Select Cellular Data Options.
  • Under Enable LTE or Voice and Data, select Off or 2G/3G.

Android:

Note: every Android is slightly different, but all should follow this basic formula.

  • Select Settings.
  • Select Connections (sometimes called Network and Internet on different versions of Android).
  • Select Mobile Networks (you may need to click on More first).
  • Select Network Mode.
  • Select GSM Only.

Try receiving a phone call and note if it works and then switch the network mode back to the previous selection and continue to the next step.

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Step 6: Check for outages.

If the steps above have not fixed your issue, please visit the Wireless Troubleshooting page for additional support, where you will be able to check for outages and get assistance from our Virtual Assistant Anna.

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